Overview
Role Overview
The IT Support Specialist is a senior individual contributor on the Service Desk team, responsible for resolving complex escalations from T1, owning advanced troubleshooting across endpoints, identity, and infrastructure, and serving as a technical resource and informal mentor to junior analysts. This role operates within our follow-the-sun support model and is critical to ensuring that incidents requiring deeper expertise are resolved quickly and completely.
IT Support Specialists at HealthEdge carry both a T2 and T3 designation. T2 scope covers advanced endpoint, application, and identity issues. T3 scope extends into near-infrastructure territory — complex integrations, escalated security events, and issues requiring coordination with Network Engineering, OpsSec, or cloud teams. As the team matures, these levels may be formally split; this role is designed to grow with that evolution.
What You'll Do
Escalation Handling & Advanced Troubleshooting
Receive and own escalated incidents from T1 analysts, driving issues to resolution with full documentation




Troubleshoot complex endpoint issues across Windows 10/11 and macOS, including OS, driver, application, and performance problems
Diagnose and resolve advanced M365 issues including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and OneDrive sync
Investigate and resolve VPN, network connectivity, and remote access issues in coordination with Network Engineering
Handle/Escalate to the Hardware team complex printer, peripheral, and conference room AV/technology issues escalated from T1
Identity & Access Management
Manage elevated IAM requests including role-based access changes, group policy troubleshooting, and Okta/Entra ID configuration issues
Investigate and remediate failed provisioning or deprovisioning workflows
Support MFA enforcement, conditional access policy troubleshooting, and SSO configuration issues
Coordinate with the security team on access anomalies, pri

📌 IT Support (Coimbatore)
🏢 HealthEdge
📍 Coimbatore